Growing complaints in mobile telephony and Internet

Demand for more and new grounds. This ensures at least from the Office of Telecommunications Customer Care, which states that in 2008, complaints grew about 24.1 ICT percent. Change of telephone operator and the Internet should not be a major problem which involves changing the size of a sweater in a fashion store. Yet, despite the many regulations that have been adopted in our country in recent months, something as simple as changing telephone service provider continues to be a real nightmare for any brave to try it.

What has changed the attitude of the user who, tired of seeing his phone went silent for months as an operator and another discussing who was responsible for the change of line, he begins to claim their rights. Thus, the Office of Telecommunications Customer Care in 2007 received a total of 15,210 claims, 24, 1 percent more than attended the previous year, as announced by the Secretary of State for Telecommunications and Information Society, Francisco Ros. Of these, 34 percent for fixed telephony, 32 percent of Internet access, 15 percent of mobile telephony and 14 per cent, to packet voice and data.

These figures reflect how it has dropped the number of complaints regarding the fixed telephony service in front of a marked increase in the coming of mobile telephony and the Internet. Specifically, the claims of fixed telephony accounted for 34 percent of the total, almost half that in 2007, and caused, in most cases, the quality in the provision of service (20.9 percent). On the contrary, claims mobile phone increased by 15 percent and were due primarily to turnover (27 percent) and application of low (25.3 percent).

As for the Internet access service, the claims also rose slightly from 28 percent in 2007 to 32 per cent last year. Of these, two cases are clearly revealed as the most repeated: low (35.8 percent) and high (20.3 percent). In addition, this year has been included for the first time the recruitment packet telephony and the Internet, representing 14 percent of total claims. The names that come out worst unemployed in Mobile Amena (now Orange), the more claims, and in fixed telephony and Internet, Jazztel.

Penalties and greater control

In addition to caring for and handling these complaints, the Office of Telecommunications Customer Care could 'punish' penalties on operators for a total of 2,072 million euros for violations related to low non-processed, and premium rate telephone information services.
Furthermore, in order to increasingly improve the service that the ICT sector offers in Spain, just a few weeks ago approved a Ministerial Order also establish user rights and the ways and conditions claim on them, looking provide more tools to control the service offered by operators, especially in regards to the high, low and changing company. This new law imposes, for example, operations to include in your phone bills to customers, as well as the phone of the Office of Customer Care and the Ministry of Health and Consumption.

"The figures show that they are running the office and all the regulatory measures that have been launched," said Secretary of State for Telecommunications and Information Society Francisco Ros, who added that "the Ministry is taking steps to respond to the dynamism of technology and the market "as this Order. Ros has also highlighted the importance of the sector in Spain, which currently are registered more than 70 million contracts (which amount to 85 million). "At this time, the Spanish telecommunications networks are a match for the best European networks in terms of coverage and quality."

Know your rights

These are, according to the Customer Care Office of Telecommunications, their rights. Take note:

- Learn about the conditions offered by your operator. Operators are obliged to offer its subscribers free information on the conditions of their services: benefits, fees, potential claims and time limits for recruitment, among other things.

- Compare before hiring. Note that although the price is an important factor, there are others that are not less, as maintenance services, the quality it offers, the minimum periods of engagement or the procedure to unsubscribe.

- Ask your contract. Most recruiting services and Internet telephony is made by telephone. However, you must have the contract to see what conditions it applies its operator and, above all, when and how you can claim.

- Read your bills. Bills are not just a document that shows the amount of your calls. At times, operators include mandatory that they must inform their subscribers (eg price changes). It is important to know that if the operator will change any of the conditions of the contract, you. has the right to terminate without penalty.

- Preocúpese have supporting evidence of their contractual relationships. In many cases, the user can not complain about not being able to justify demands for high, low, etc, but is right in his claim. Ask for proof to both the service and to unsubscribe from it, as in the rest of steps.

- Use the mechanisms offered by operators to control spending, such as billing, disconnection of the right of outgoing international calls and premium rate numbers (803-806-807), and so on.

- If you exercise your right to change current operator informs the operator intends to change its supplier, which, in turn, it will indicate whether you need to notice is a formal way.

- Reclame if violated their rights. Remember that to claim it is essential to have the documentary evidence relied on to support the claim: invoices, contracts, certification of the petition for the low, and so on.

- Know your rights. It is important to know to exercise and claim.